Customer Service Department
In an effort to be of better service to you, our customer, we have compiled a list of our most Frequently Asked Questions.
If after reviewing these questions you still need additional help please Contact Us and we will be happy to give you an answer.
Frequently Asked Questions
How long will it take to get my order?
What if I need it now, how fast can you get it to me?
How much does shipping cost?
Are there any Additional or Hidden Charges?
How do I send you my artwork?
What are Artwork Requirements?
How can I be sure my layout and personalization will be right?
Can I change my order after placing it?
Can I cancel my order?
Can I return products?
What if after I get my product, it is not what I expected?
Can I set up an account with your company?
How do I talk to a live person?
How secure is my online transaction?
I still have a question, how can I get it answered?
How long will it take to get my order?
Most products have production times listed with product information and that means the product will be shipped within that allotted time period. Large orders could take longer and we will let you know production time with confirmation of your order. If the product(s) you ordered are out of stock or if it will take longer to produce than what is listed, we will notify you as soon as possible. Please give your in hands deadline so we can schedule production of your product(s) in a timely manner.
Our standard method of shipping is UPS ground delivery from El Segundo, CA (suburb of Los Angeles). Some products could be shipped directly from our Supplier Warehouse and we would notify you in those cases. Please be aware that shipping times can vary depending on your location. Please take a look at our UPS Shipping Map for estimation of UPS ground shipping times from our warehouse. If expedited shipping is needed, we will let you know ASAP.
What if I need it now, how fast can you get it to me?
We always do our best to meet your needs, Rush Service is available on certain products. Please Contact Us regarding our Rush Service.
How much does shipping cost?
Shipping costs are calculated by size, weight, and destination of the products. You have your choice of shipping options when you check out. Shipping rates apply to the Continental U.S. only. Please Contact Us for shipping rates outside the Continental U.S. For an estimate of the UPS Ground delivery time from Paradise Awards to your location, please see UPS Shipping Map. If you would like your order shipped other than UPS ground delivery, please Contact Us and we will give you a price for the method and speed that you like.
Are there any Additional or Hidden Charges?
In most cases, the charges you see at check out are complete and include, product, personalization, set up fee, shipping and sales tax (CA orders only). Because there could be many variables when placing an order dealing with artwork, name changes, additional engraving or printing positions, etc., there could be additional charges to meet your needs. We will let you know of any additional charges and will never process your order until you approve of those charges.
How do I send you my artwork?
You can send artwork electronically through our site after you check out. You can also send us a hard copy printed layout. Artwork requirements vary according to the product that you order, please see our Artwork Specifications page for requirements for different products.
What are Artwork Requirements?
Go to the Artwork Specifications page for Artwork formats we accept.
How can I be sure my layout and personalization will be right?
Before we produce your products, we will send you a proof copy of the layout and any personalization through email or fax. Only when you approve the artwork will your order be put into production.
Can I change my order after placing it?
Since your order is usually processed the same day you place it, you will need to contact us as soon as possible if you need to change any part of your order.
Can I cancel my order?
Since your order is usually processed the same day you place it, you will need to contact us as soon as possible if you need to cancel your order. For items that we do not normally carry in stock there will be a 20% restocking fee.
Can I return products?
Since most of our products are personalized, they cannot be returned or refunded for errors on your part. If we make the error or the product is damaged upon arrival, we will do our best to replace it ASAP.
What if after I get my product, it is not what I expected?
Although we make every effort to picture our products and describe their look, size, color, etc. on our website, nothing can replace the look and feel of the real thing. If we have overlooked something in our description or mis-represented an item, we will be happy to replace the product. If you are not happy with the product and it is no fault of our own, we will still replace the product, although we will have to charge you for labor and non-reusable material. We will make every effort to make you happy with our products and we will jump through hoops to make it right.
Can I set up an account with your company?
We can set up terms with major credit worthy Companies/Organizations. If you would like to set up an account, please Contact Us and we will send you a credit application to fill out. Once approved, your orders can then be billed to your Company/Organization.
How do I talk to a live person?
A live person is available to speak with Monday to Friday 8AM-5PM PST. Please call 310-322-3181 between those hours and someone will be happy to help you out. If you call after hours, you can leave a message and someone will get back to you ASAP.
How secure is my online transaction?
We process all of our transactions through Authorize.net, one of the leading E-Commerce providers in the world. Your transaction and privacy are completely safe.
I still have a question, how can I get it answered?
Simply go to the Contact Us page where you will find any information needed to get in contact with us.
In an effort to be of better service to you, our customer, we have compiled a list of our most Frequently Asked Questions.
If after reviewing these questions you still need additional help please Contact Us and we will be happy to give you an answer.
Frequently Asked Questions
How long will it take to get my order?
What if I need it now, how fast can you get it to me?
How much does shipping cost?
Are there any Additional or Hidden Charges?
How do I send you my artwork?
What are Artwork Requirements?
How can I be sure my layout and personalization will be right?
Can I change my order after placing it?
Can I cancel my order?
Can I return products?
What if after I get my product, it is not what I expected?
Can I set up an account with your company?
How do I talk to a live person?
How secure is my online transaction?
I still have a question, how can I get it answered?
How long will it take to get my order?
Most products have production times listed with product information and that means the product will be shipped within that allotted time period. Large orders could take longer and we will let you know production time with confirmation of your order. If the product(s) you ordered are out of stock or if it will take longer to produce than what is listed, we will notify you as soon as possible. Please give your in hands deadline so we can schedule production of your product(s) in a timely manner.
Our standard method of shipping is UPS ground delivery from El Segundo, CA (suburb of Los Angeles). Some products could be shipped directly from our Supplier Warehouse and we would notify you in those cases. Please be aware that shipping times can vary depending on your location. Please take a look at our UPS Shipping Map for estimation of UPS ground shipping times from our warehouse. If expedited shipping is needed, we will let you know ASAP.
What if I need it now, how fast can you get it to me?
We always do our best to meet your needs, Rush Service is available on certain products. Please Contact Us regarding our Rush Service.
How much does shipping cost?
Shipping costs are calculated by size, weight, and destination of the products. You have your choice of shipping options when you check out. Shipping rates apply to the Continental U.S. only. Please Contact Us for shipping rates outside the Continental U.S. For an estimate of the UPS Ground delivery time from Paradise Awards to your location, please see UPS Shipping Map. If you would like your order shipped other than UPS ground delivery, please Contact Us and we will give you a price for the method and speed that you like.
Are there any Additional or Hidden Charges?
In most cases, the charges you see at check out are complete and include, product, personalization, set up fee, shipping and sales tax (CA orders only). Because there could be many variables when placing an order dealing with artwork, name changes, additional engraving or printing positions, etc., there could be additional charges to meet your needs. We will let you know of any additional charges and will never process your order until you approve of those charges.
How do I send you my artwork?
You can send artwork electronically through our site after you check out. You can also send us a hard copy printed layout. Artwork requirements vary according to the product that you order, please see our Artwork Specifications page for requirements for different products.
What are Artwork Requirements?
Go to the Artwork Specifications page for Artwork formats we accept.
How can I be sure my layout and personalization will be right?
Before we produce your products, we will send you a proof copy of the layout and any personalization through email or fax. Only when you approve the artwork will your order be put into production.
Can I change my order after placing it?
Since your order is usually processed the same day you place it, you will need to contact us as soon as possible if you need to change any part of your order.
Can I cancel my order?
Since your order is usually processed the same day you place it, you will need to contact us as soon as possible if you need to cancel your order. For items that we do not normally carry in stock there will be a 20% restocking fee.
Can I return products?
Since most of our products are personalized, they cannot be returned or refunded for errors on your part. If we make the error or the product is damaged upon arrival, we will do our best to replace it ASAP.
What if after I get my product, it is not what I expected?
Although we make every effort to picture our products and describe their look, size, color, etc. on our website, nothing can replace the look and feel of the real thing. If we have overlooked something in our description or mis-represented an item, we will be happy to replace the product. If you are not happy with the product and it is no fault of our own, we will still replace the product, although we will have to charge you for labor and non-reusable material. We will make every effort to make you happy with our products and we will jump through hoops to make it right.
Can I set up an account with your company?
We can set up terms with major credit worthy Companies/Organizations. If you would like to set up an account, please Contact Us and we will send you a credit application to fill out. Once approved, your orders can then be billed to your Company/Organization.
How do I talk to a live person?
A live person is available to speak with Monday to Friday 8AM-5PM PST. Please call 310-322-3181 between those hours and someone will be happy to help you out. If you call after hours, you can leave a message and someone will get back to you ASAP.
How secure is my online transaction?
We process all of our transactions through Authorize.net, one of the leading E-Commerce providers in the world. Your transaction and privacy are completely safe.
I still have a question, how can I get it answered?
Simply go to the Contact Us page where you will find any information needed to get in contact with us.
